- Respond to requests for technical assistance by phone, email, chat.
- Manage incidents and problems in the incident management system.
- Act as a liaison between users and technical escalation teams.
- Follow-up on open incidents and provide status updates.
- Escalate problems to appropriate teams when required.
- Maintain hygiene in ticket documentation and overall ticket quality.
- Identify and learn appropriate software and hardware used by the firm.
- Encourage users to use self-help resources and demo common issue solutions.
- Troubleshoot technical issues related to desktops, laptops, mobile devices, Cisco Phones. • Configure and troubleshoot virtual computers hosted via ESX servers.
- Troubleshoot Microsoft Office applications suite including Teams, O365.
- Troubleshoot issues related to VPN, RSA SecurID, corporate applications on mobile devices.
- Troubleshoot issues related to Cisco Phones, IP Phones, Jabber, Zoom.
- Work extended hours when business needs.
- Flexibility to work in rotational shifts and week offs.
- Ability to work under high pressure.
Must-Have Skills:
- MDM
- Mobile Devices
- Networking
- Active Directory
- Cisco
- Robust Communication Skills